Supervisor ER Solutions Center

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

Oversees the daily call activity, case management, and productivity of the ER Solutions Center and teamk. Hires, trains, and supervises a team of Specialists and Coordinators to provide resolutions, consultations, and guidance to Field Team Members at all levels. Oversees ER Solutions Center quality assurance programs. Establishes standards governing employee interactions, implements screening programs to monitor those interactions, and designs training programs that correct performance and identifies trends. Provides leadership and strategic oversight of the Company's unemployment compensation program, ensuring effective administration of claims, appeals, hearings, regulatory compliance, vendor management, and risk mitigation activities.

1. Supervises team productivity including ERSC Specialists and Coordinators who cover rotational hours to include evenings. Ensures that service levels are met to 3,300 stores and up to 30,000+ Team Members. Designs, establishes, and ensures the achievement of all quality and productivity commitments. Resolves escalated ER calls to ensure issue closure and resolution. Oversees the administration of the unemployment compensation program, ensuring timely claim responses, appeal management, hearing preparation, and compliance with all applicable regulations.

2. Conducts internal investigations on high-risk or high-level complaints, partners with Operations and Regional Team on resolutions, and conducts appropriate follow-ups. Collaborates with the HRBP group, Legal, Loss Prevention, and other departments to resolve internal and external issues and complaints. Provides guidance on complex separations and unemployment-related matters, evaluating organizational risk, appeal opportunities, and potential liability exposure. Recognizes opportunities to modify Solutions Center policy or practice and communicates recommendations to management for review and consideration.

3. Completes annual performance reviews and issues performance counseling as necessary. Monitors daily workflow to ensure response time and phone answer rate goals are consistently met. Provides timely, ongoing feedback, training, and development to the ERSC team to ensure peak performance and timely resolution of ER and unemployment-related matters. Develops team capability and subject matter expertise in employee relations, investigations, unemployment regulations, and hearing preparation.

4. Consistently monitors decision making, customer service, and case management quality of the ERSC team. Provides coaching and feedback to ensure performance expectations are met by all direct reports. Conducts team meetings to communicate department updates, policies, legal and regulatory changes, and encourage feedback. Conducts one-on-ones to coach direct reports on continuous improvement, developmental opportunities, and job expectations.

5. Oversees relationships and service delivery with third-party unemployment administration vendors to ensure performance standards, regulatory compliance, and timely claim management. Reviews unemployment claim trends, appeal outcomes, hearing results, and liability metrics to identify opportunities for risk reduction and process improvement. Collaborates with Employee Relations, HR, Legal, and Operations leadership to develop strategies that improve outcomes and ensure consistent application of company policies and practices.

6. Ensures policies and procedures are clearly communicated to the ERSC team. Completes and implements various projects as assigned. Identifies opportunities for improved decision making, process effectiveness, and system functionality. Collaborates with Operations leadership and field management to problem-solve complex and/or escalated ER and unemployment-related issues. Ensures compliance with federal, state, provincial, and local employment laws, unemployment regulations, and company policies.

Performs additional duties and projects as assigned.

Consistent regular scheduled attendance is considered an essential function of this job.